How to deal with negative reviews online with example from Gary Vee
If you're an entrepreneur who's taking the online world by storm, then you know that one of the realities of running your own company (online or offline) is dealing with negative reviews about yourself and your product/service. Criticisms are a hard pill to swallow, especially on an emotional level, but it's important to remember that not everyone will like what you do or how you do it. Sooner or later, you'll encounter bad reviews, sour comments, and online trolls. Whether the feedback you received is true or not, the best way to handle this is by addressing the situation at hand and correcting mistakes when necessary.
Hold that thought—Don't get defensive
No one likes to hear that they have faults, especially when it relates to something you're passionate about sharing with the world. Whether this negative review is true or false, you'll find that getting defensive about it may make the situation worse. Trust and believe that you don't want to be seen as the "angry entrepreneur" who can't handle a review. If you are bothered by what was said, take some time to gather your thoughts and examine your emotions. Responding in the midst of anger will certainly not work in your favor, as you must maintain a good image for your brand. Try not to take things personally. Not everyone will like what you do and not everyone is nice enough to have tact when expressing their opinion on something.
It's often a bad sign when people defend themselves against charges which haven't been made.
- Christopher Hitchens
Acknowledge what was said
They say that some words are better left unsaid, but we beg to differ in this case. One of the worst things you can do about a bad review is nothing. When someone shares how they feel about your product/service, you should acknowledge it. People like to know that their views are heard, especially if they spent money with you. You can respond publicly or privately. Sometimes, a great way to acknowledge a person's review is to reach out to them so that you can handle the matter in private. Most people feel better when they have a discussion with you directly, without anyone else involving themselves in the matter.
How Gary Vee responded to a negative comment
In this Tiktok video, Gary Vee shares how he responded to someone who called him "cringe". Notice that Gary's immediate reaction is to display empathy to the person. Then he responded with a direct message to the person and shared more love instead of hate. He talked to the guy like a friend and immediately, the guy apologized for being mean and they shared a genuine connection. What is encouraging about this example is that it turned a negative interaction to a positive one.This doesn't mean you need to send a personal video to everyone who comments on your content. The main takeaway is to consider giving the benefit of doubt and to remember to lead with kindness.
Know when reviews are constructive or destructive
Reviews encourage business growth because there's always room to improve and they bring great opportunities to strengthen the relationships you have with your clients. Unfortunately, not all reviews are helpful. A key indicator in identifying the difference between a constructive review and a destructive review is how it's delivered. When a review or criticism is constructive, it's usually given with the intention to help you improve. A constructive review is clear and actionable, so even if your client is flustered or aggressive in their delivery, you'll at least have clarity on the situation in order to make plans on how to deal with it effectively. A review is destructive when the intention is to harm or humiliate you. Destructive reviews are often vague, lacking specific details on how to solve the problem that was stated.
Understand when to stop engaging
If you responded in a manner that's polite and helpful but you're still faced with verbal attacks, then it might be time to call it quits. This is especially true if this person continues to leave negative comments with no clear or actionable pointers that you can take into consideration. You may feel the urge to respond or retaliate, but this will do more harm than good. Other members of your audience will realize that you're taking the high road and handling the situation with class, which is good for your image. When interacting with people as a business, you typically want to keep your tone as neutral as possible and that includes not stooping to the level of an obvious internet troll.
In conclusion
While it may be difficult for some people to deal with negativity online about their business, there are many ways you can respond positively even if you don't agree with what was said or done. The best way to deal with negativity is by not feeding it. If someone posts a negative review about your business, don’t respond in anger or frustration. Respond calmly and politely instead of engaging in an argument that will only sour your mood further. Remember that the internet never forgets when it comes to online behavior, so make sure everything you post reflects positively on yourself and your company!
How do YOU handle negativity? Let us know.
This blog post is co-written with Dannielle Bardowell, account manager at Oval Branding.
